Remote MDR: Customer Security Analyst

Palo Alto Networks, Inc.; United States; Remote; USD 105,000 - 171,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Customer Security Analyst on the Unit 42 MDR team to bridge between analysts and customers, translating incident response into clear updates while supporting customers through cybersecurity partnerships.

This role suits a technical professional with strong communication skills, comfortable in a customer-facing setting, and capable of handling 24x7 operations, including overnight, weekend, and holiday shifts.

Qualifications

• 2+ years of experience in a customer-facing cybersecurity role such as professional services, customer success or customer support
• Deep understanding of attack trends and threat detection services
• Hands-on experience with tools such as EDR, SIEM, SOAR, or XDR
• Strong customer communication skills — verbal and written — with the ability to explain complex technical details clearly
• Experience reviewing, drafting, or presenting incident reports and security findings
• Familiarity with Cortex XDR or Cortex XSOAR — a strong advantage
• Experience onboarding new security services or clients — an advantage
• U.S. citizenship is required for this role based on business and customer needs.
• Flexibility to work overnight, weekend, and holiday shifts in a 24x7 MDR operation.

Responsibilities

• Serve within the customer-focused function of the Unit 42 MDR team, providing proactive communication and technical guidance to customers.
• Support onboarding activities for new customers to ensure a smooth setup and transition experience.
• Monitor, triage, and route incoming customer communications while answering technical questions related to alerts, reports, incidents, and recommendations.
• Partner closely with MDR analysts to ensure customer questions regarding incidents, threats, and investigations are fully addressed.
• Own the customer communication lifecycle during active incidents, ensuring timely updates, clarity, and alignment on next steps.
• Drive consistency and quality in how incidents, findings, and threat intelligence are communicated externally.
• Escalate and advocate for customer issues internally across Product, Engineering, and broader Unit 42 teams to ensure effective resolution.

Skills

Customer-facing cybersecurity

Strong communication

Tools

EDR

SIEM

SOAR

XDR

Job description

Palo Alto Networks, Inc. is seeking a Customer Security Analyst on the Unit 42 MDR team to bridge between analysts and customers, translating incident response into clear updates while supporting customers through cybersecurity partnerships.

This role suits a technical professional with strong communication skills, comfortable in a customer-facing setting, and capable of handling 24x7 operations, including overnight, weekend, and holiday shifts.